Ever had a non-paying user drain your team's support bandwidth?

We recently checked our helpdesk logs and found that a single free user opened over 30 tickets in under a month—asking for custom walkthroughs and direct setup help. After our engineers spent hours fixing their workflows, they straight up refused to upgrade to a $20/mo plan because they got everything for free. It made us realize we were running an unpaid agency. If you run a SaaS, do you cut off manual support for free users entirely, or just route them to slow email queues and docs?